18 Best Shopify Customer Support Apps (From Helpdesks To Returns)

Shopify has an astounding market share among ecommerce businesses, with nearly four million active stores and hundreds of millions of shoppers placing orders each year. But with so many active shoppers, how do merchants provide fast, helpful customer support? Usually, they use customer service apps. 

Below, we’ll list the best 18 customer service apps on Shopify to help you answer incoming customer questions, organize your customer support efforts, manage the returns process, and deliver a superior customer experience. And as we all know, happy customers are the best fuel for growth. 

By the way, this list is one of many Shopify app roundups. If you’re looking for apps to upgrade your ecommerce business, skip getting lost in the Shopify App Store and check out our lists of:

• The best Shopify themes
• The best Shopify live chat apps
• The best Shopify social media apps
• The best overall Shopify apps for Shopify merchants

What makes a Shopify customer support app great?

If you dig through the hundreds of apps on the Shopify App Store, you’ll find plenty of gems and just as many lumps of coal. Like any app, you’ll save time by choosing solutions that integrate with the rest of your ecommerce tech stack. 

You’ll also want to narrow your search to software that receives regular updates, offers a variety of pricing plans, and allows you to customize the platform.

But what about customer service apps, specifically? The best apps help you:

• Lower the amount of time customers wait before getting a response
• Reduce the number of support tickets that your team must answer
• Reach a full resolution in fewer interactions
• Add a human touch to high-value, VIP, and escalated conversations

Decreases customer wait time

Wait time is a constant threat to customer satisfaction. Especially on real-time channels like live chat and SMS, just a few minutes of delay causes customers to abandon carts and shop elsewhere. 

Great customer support apps can decrease wait times by arming your customer support team with tools to act fast, including (but not limited to):

• Templates, to save time writing the same email from scratch day after day
• Detail customer data, to avoid having to dig around for relevant information
• Automatic ticket prioritization, to ensure agents handle urgent tickets as quickly as possible

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Reduces the number of repetitive support tickets

To be clear, a great customer service app doesn’t make it difficult for customers to get help. Instead, the right solution should offer convenient self-service solutions for customers so they have more options than just writing into support. These solutions include:

• FAQ pages to quickly answer common customer questions
• Knowledge bases to provide detailed support
• Chatbots that (actually) offer helpful answers

Self-service resources are a win-win for customers and your customer support team. 88% of customers expect some kind of self-service resource on your site according to Statista. And if customers answer basic, repetitive questions with self-service resources, your support team can spend more time on high-value conversations, optimizing your end-to-end customer experience, and driving more sales.

Fully resolves customer problems quickly

The best apps don’t just help you answer questions fast, they help you answer questions fully to avoid extended back-and-forth with customers who just want to get on with their days.

A great customer service solution helps you resolve tickets quickly by:

• Routing and escalating tickets to the correct agents right away to avoid passing customers around the team
• Including detailed customer information (like order data pulled from your ecommerce platform) to avoid having to ask customers for information
• Cross-channel support to keep conversations flowing even when customers contact you on different channels

Related: Our Director of Support’s guide to measuring and lowering resolution time.

Lets you add a human touch

Some customer support teams are wary of customer support platforms that aim to automate too much of the support process — and with good reason. We’ve all dealt with unresponsive chatbots that do more harm than good. But if your customer team is swamped with tickets, they won’t have time to get through the ticket queue, let alone add a human touch.

The right support platform strikes a balance by automating basic, repetitive, “empty-calorie” tickets with self-service, which gives your team enough time to add a human touch on tickets that actually need it. Plus, apps can help customer support reps personalize interactions by:

• Pulling data (like loyalty points, past reviews, and more) into the helpdesk so you have the full context about each customer
• Reaching out to customers proactively to spark conversations and offer support
• Letting your agents suggest products without having to bounce between the helpdesk and your store

Here’s what Caela Castille, Director of Customer Experience at Jaxxon, a luxury jewelry store for men, says about the benefit of building relationships with customers during support conversations: 

“Customer service shouldn’t just be reactive, putting out fires. We want to be proactive. And that’s what Gorgias helps you do. You go talk to customers, make sure they’re having a great experience. You don’t use it just to solve problems, but to create new relationships and create sales.”

— Caela Castillo, Director of Customer Experience, Jaxxon

‍Learn how Jaxxon increased revenue by 46% by switching to Gorgias to support relationship-building customer conversations. 

The best Shopify helpdesk apps

Help desk software can offer a great way to improve the customer experience, enhance customer satisfaction, boost sales, and get more repeat buyers for your online store. But it’s not always easy to choose the best one when there are so many options out there. 

That’s why we’re starting with the six best helpdesk software for Shopify stores. Pay attention to the features, pricing, and unique strengths of each to decide which solution is what you need. 

1) Gorgias: 4.6 ⭐(533 reviews)

Gorgias is the leading helpdesk on Shopify, with more active users than any other platform. Gorgias helpdesk ecommerce brands — from small businesses to large enterprises — centralize their customer support and automate low-impact tasks to save time for your highest-value interactions. 

Unlike other helpdesks, Gorgias’s features aim to do more than answer support requests. Gorgias helps your agents prioritize pre-sales interactions and VIP customers, suggest products from within the helpdesk, and create proactive campaigns to increase sales. Likewise, it integrates with ecommerce apps for shipping, returns, and other important functions that make (or break) customer retention.

In 2022, brands that used Gorgias lifted overall gross merchandise volume (GMV) by 5%.

Who Gorgias is for

Gorgias is for ecommerce merchants of all sizes. Most customer service apps are built to span industries, leading to an over-crowded set of features (and little attention to the unique needs of online retailers). Not Gorgias. We only build features that help ecommerce brands deliver a customer experience that generates happy customers and a lift in revenue.

On top of Shopify, Gorgias works for ecommerce platforms BigCommerce and Magento. 

Gorgias pricing 

• Starter plan: Starts at $10/month for 50 monthly tickets, with ticket handling, automation features, and integrations to help small businesses grow. 
• Basic plan: Starts at $50/month with 300 monthly tickets, with unlimited users, live chat, Facebook and Instagram integrations, macros and rules, voice /SMS tools, and more. Each extra 100 tickets is $40. 
• Pro plan: Starts at $300/month with 2,000 monthly tickets and adds on more voice/SMS numbers revenue statistics, Magento integration, lite onboarding, and more. Each extra 100 tickets is $36.
• Advanced plan: Starts at $750/month with 5,000 monthly tickets and adds on more voice/SMS numbers, full onboarding, a success manager, and more. Each extra 100 tickets is $36.
• Enterprise plan: A custom plan is available upon request. 

Notable features  

• Update orders (refund, cancel, modify, etc.) from Shopify and BigCommerce, directly from your helpdesk
• Manage customer inquiries coming through multiple storefronts, channels, and devices
• Use variables to pull customer information like [Customer shipping address] or [Tracking # of last order] straight from Shopify, Magento, and BigCommerce
• Integrate with third-party apps like Yotpo, Loop Returns, Klaviyo, and Recharge
• Use Macros and Rules to send automated and personalized responses and reduce response time
• Use automation to perform actions like adding tags, assigning tickets, and modifying orders
• Deliver omnichannel support to unite SMS, email, social media, live chat, voice, and more
• User-friendly: small learning curve involved, no feature overload
• Best-in-class onboarding and customer support, according to reviews from merchants who use Gorgias
• A wide range of analytics and statistics dashboards to track and improve your team’s customer support metrics

2) Zendesk: 3.5 ⭐(131 reviews)

Zendesk is an all-in-one customer service and customer relationship management (CRM) platform for all businesses. It’s known for a wide range of features covering from customer support to marketing and sales. While the size of Zendesk can be an asset for businesses on larger plans, ecommerce businesses often complain about the platform’s lack of features for ecommerce and poor customer service.

Who it’s great for

Enterprise businesses and large teams 

Zendesk pricing 

• Zendesk’s pricing is very complicated, between the Suite, Support, Sales, and Sunshine options, and you may end up paying too much trying to decipher between the different plans. Read this detailed explanation to learn more. 
• Zendesk Suite plan: Starts at $49 per agent/month for ticketing, messaging, a help center, automations, prebuilt analytics, and more. 
• Zendesk Support plan: Starts at $19 per agent/month for ticketing, business rules, customer details, and prebuilt analytics. 

Check out our post on Zendesk pricing for more detailed information. 

Notable features

• Several products, including Support, Guide, Chat, Talk, Sell, Explore, Gather, Support Suite, and Sales Suite
• Track and manage customer data, customer interactions, etc. 
• Support over 60 different languages from all over the world
• Diverse features such as omnichannel support, business rules, CSAT, SLA, agent roles, multiple ticket forms, advanced encryption, and security 
• Excellent reporting, metrics, and data analysis capabilities, making it useful for large businesses
• Over 1,000 integrations in many categories like project management and marketing automation

While Zendesk is a great platform for many businesses, its broad applications leave ecommerce stores underserved. That’s why Zendesk’s reviews on Shopify are lower than its reviews on Shopify (3.5) are so much lower than its reviews on G2 (4.3):

Related: Our deep dive into Zendesk’s features, pricing, and use cases.

3) Freshdesk: No official Shopify app or review

Freshdesk is a powerful but highly approachable customer service software for any business that’s up and running very quickly. It’s considered the perfect alternative to Zendesk because it provides almost the same features at a lower price than its competitor. Freshdesk offers a free plan but unfortunately has no native app in the Shopify app marketplace — complete integration requires an additional app. 

Who it’s great for

Small and medium businesses (SMBs), SaaS startups 

Freshdesk pricing

• Freshdesk includes a “forever free” option with unlimited agents and essential tools. Otherwise, it offers two types of plans: Support Desk, with ticketing, self-service, and reporting, and Omnichannel, which adds on messaging, phone, and other key support features like custom inboxes, call reports, chatbots, and more. 
• Freshdesk Support: Starts at $15 per agent/month and includes email & social ticketing, a knowledge base, integrations, custom ticket views, and more. 
• Freshdesk Omnichannel: Starts at $29 per agent/month and includes omnichannel messaging, 2,000 chatbot sessions/month, custom inbox views, conversation reports, and more. 

Check out our post on Freshdesk pricing for more detailed information. 

Notable features

• Intuitive and modern user interface
• Smart automation tools to simplify support, integrated game mechanics to boost agent productivity, and robust multichannel capabilities (including WhatsApp) to broaden user’s reach 
• Complete customization functionalities like portal customization, custom agent roles, custom ticket forms, custom URL, custom apps, and more
• Ticket templates, knowledge base article templates, etc. 
• Powerful self-service portal with chatbot, help widget, community forum, FAQs, and knowledge base

4) Re:amaze 4.7 ⭐(211 reviews)

Re:amaze is a customer service, live chat, and helpdesk solution for small and medium businesses. It’s much simpler than Zendesk and Freshdesk but easier to use for beginners.

While the simplicity of Re:amaze is great for small stores, growth on the platform is limited because it doesn’t include many features that your store will need as it grows.

Who it’s great for

Small and medium businesses without plans to grow

Re:amaze pricing

Re:amaze currently offers three plans — Basic, Pro, and Plus — with prices starting from $29 per team member/month. All pricing plans are monthly rates with no contract or obligated commitments, including unlimited email inboxes, live chat, macros, and reporting. Apart from these plans, Re:amaze supports custom plans and volume-based pricing. 

Notable features

• Flexibility pricing plans, making it suitable for SMBs
• Unlimited email inboxes for all pricing plans 
• Various ticket management features
• Automation and rules to streamline your workflow 
• Custom-hosted domain and customizable email appearance 
• Status page, classic chat mode, SAML/SSO integration, etc.

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5) HubSpot Service Hub: 3.5 ⭐(22 reviews)

HubSpot Service Hub offers a great feature set and ticketing management system, but it may not be the right choice for those who already use a CRM. 

A worthy note is that HubSpot Service Hub is the same as Zendesk when it comes to support methods. For example, if you’re using the free plan, you can only ask questions on community forums. You can’t contact HubSpot customer support team unless you upgrade your plan to the Starter, Professional, or Enterprise plan. 

Who it’s great for

Small and medium businesses 

HubSpot Service Hub pricing

HubSpot Service Hub comes with a choice of free and paid plans. All the plans also include some free features from HubSpot’s CRM software. For paid plans, pricing is based on both the number of users and the features available. It ranges from $50/month for two users on the Starter plan to $1,200/month for 10 users on the Enterprise plan. 

Notable features

• Live chat, conversational inbox, conversational bots, meeting scheduling, and more 
• Integrations with Gmail, Outlook, Facebook Messenger, and other Shopify apps 
• A variety of survey methods, ticket pipelines, support for multiple currencies, etc.

HubSpot Service Hub pricing

• $45/month for 2 users
• $450/month for 5 users
• $1,200/month for 10 users

6) LiveAgent: No official Shopify app or review

LiveAgent is a helpdesk app for companies that want to offer phone, email, live chat, and social support. It’s best if you have numerous support agents since it includes auto-routing and back-end and collaboration features. Note that LiveAgent doesn’t support chat and SMS messaging like Gorgias and other helpdesk solutions do. 

Who it’s great for

Small and medium businesses

LiveAgent pricing

LiveAgent offers a free, full-featured plan and three paid plans. With the “forever free” plan, you get one live chat button, ticketing for one email address, and call center support for a single phone number. Paid plans start at $15 per agent/month for email ticketing only, $29 per agent/month for the ticketing and live chat plan, and $39 per agent/month for the all-inclusive omnichannel plan. 

Notable features

• Communication channels: phone, email, live chat, and social media 
• Support a real-time chat box or email ticketing system on your website or mobile apps
• Create multiple chat boxes or email addresses for different departments 
• Ticket ownership, auto-routing tickets, internal chat, and more

Now that we’ve covered the best customer service platforms on Shopify, let’s discuss a handful of other top apps you can use to boost your customer experience.

The best app for product reviews

We’ve gone over the ecommerce helpdesk platforms that can serve as a solid foundation for your store, but no tool can do it all. Now, we’ll look at the best Shopify app integrations, from marketing and billing to chat and returns, that can round out your helpdesk app. Discover the pros, cons, and noteworthy features below. 

7) Yotpo: 4.9 ⭐(5390 reviews)

Yotpo is a wide-ranging ecommerce marketing platform that includes SMS marketing, customer loyalty, and referral programs. The company offers a Shopify app that’s much narrower in focus: it helps stores collect more product reviews and product photos and leverage social proof into new sales. The app accomplishes this through automatic review emails after purchase, SMS reminders (through companion app SMSBump), and via a Reviews widget that store owners can embed on their sites.

Yotpo allows stores to feature strong reviews, along with photos and Q&A entries, anywhere on their storefront and even across ads on Instagram, Facebook, and Google.

If you have an existing set of reviews, Yotpo lets you import them with one click.

Yotpo is a Shopify Plus Technology Partner with numerous solutions beyond this app. But Shopify stores of all sorts can use this app to curate and promote reviews and user photo content — mostly for free.

Pros

• Free plan includes most of the functionality needed for using the Product Reviews and Photos app
• The broader Yotpo experience is an extremely comprehensive platform for SMS marketing, visual UGC, loyalty, referrals, and more
• Allows you to moderate which reviews populate on your site

Cons

• The number of review requests you can send is limited by pricing tier
• Various functions are priced separately and add up painfully fast
• Some users see prices continue to rise with no added value

If you use Gorgias, check out our integration with Yotpo.

The best subscription management app on Shopify

8) Recharge Subscriptions: 4.7 ⭐(1279 reviews)

Which is better for your business: one-off transactions or consistent recurring revenue? The answer to that question is obvious. Less obvious is how to move your customers from occasional purchasers to loyal subscribers.

Recharge helps you do this by quickly enabling subscriptions for retail purchases. Similar to Amazon’s subscribe-and-save offer, Recharge allows you to quickly enable subscriptions on your products and provides a way for customers to manage their subscriptions once enrolled (like skipping or rescheduling deliveries or even swapping products).

With Recharge, it’s easy to roll out subscriptions with Shopify Payments, and you can use the company’s APIs to build additional functionality into your storefront.

Recharge also offers you analytics so you can see how your various subscription offers are performing and continue to iterate until you find the right mix.

Pros

• This widely-used app has overwhelmingly positive reviews from businesses using the tool
• Free-to-install plan is a great fit for many startups and small businesses
• Includes integrations with top tools, including Gorgias, Klaviyo, and Avalara

Cons

• App can be difficult to navigate
• A notable number of unsatisfied customers complain about poor customer service
• A flood of recent reviews all mentioning “great customer service” seems questionable

If you use Gorgias, check out our integration with Recharge.

The best analytics platform on Shopify

9) Daasity: 4.8 ⭐(40 reviews)

Daasity is an analytics platform that can pull in data from all sales and marketing platforms, delivering top-quality analytics that help you make decisions and grow your business. It integrates with pretty much everything that matters, including other tools on this list like Yotpo, Recharge, and Gorgias.

The Shopify integration pulls in your store’s performance data and incorporates it into your Daasity data reporting.

If you’re looking for a serious business analytics tool that integrates well with Shopify, Daasity is a great choice. Pricing is straightforward (though not cheap), based on a three-month rolling average of your total revenue.

Pros

• Deep analytics that incorporate your data from all platforms can supercharge your decision-making
• Get the metrics that make a difference, including customer LTV, gross margin, CPA, CPO, ROAS, and more
• Daasity offers users a custom query ability, making analytics searches nearly unlimited in scope and flexibility

Cons

• Entirely possible to drown in data; pulling out useful conclusions takes skill and experience
• Pricing starts at $199 monthly and assumes seven-figure annual retail sales, so the tool isn’t right for small retailers

The best app for community and influencer management

10) Gatsby: 5.0 ⭐(91 reviews)

Gatsby is a Shopify app that connects your Shopify storefront to the Gatsby site creation tool. Gatsby empowers businesses to build sites using basic Javascript templates, and the basic Gatsby + Shopify starter theme helps you get started in minutes.

The real value proposition for Shopify storefronts is in the Gatsby Cloud service, though. Sites created using Gatsby and hosted on its platform promise much faster load times and better site stability thanks to its reliance on the Jamstack.

Users don’t like slow, clunky sites. If they encounter a site that doesn’t load quickly enough, they tend to get bored and move on. Gatsby is one solution to this problem, fully optimizing your site so it loads in milliseconds.

Pros

• Gatsby + Shopify starter theme is easy to implement
• Better site loading times without manual tuning is a big win for small businesses
• Sites are scalable, secure, and accessible
• Free plan allows unlimited websites and content previews

Cons

• Working in Gatsby (beyond basic templates) requires some Javascript ability
• Static HTML sites may not be enough for advanced ecommerce businesses
• Benefits are largely invisible, making cost justification a challenge in some contexts

If you use Gorgias, check out our integration with Gatsby.

The best app for returns and exchanges 

11) Loop Returns: 4.5 ⭐(15 reviews)

Loop Returns powers up your store’s ability to manage returns and exchanges. These functions are critical for ecommerce businesses, but no one wants to get stuck in an endless loop of shipping labels, refunds, and frustrated customers.

With Loop Returns, you can automate your return policy thanks to a branded portal that runs on Loop’s architecture, not yours. You can also power up an exchange portal, helping customers stay in your ecosystem rather than return your product and jump to a competitor.

Loop also handles gift cards, store credit, return label generation, and just about everything else you might need for returns or exchanges.

Pros

• Greatly simplifies the process of managing returns and exchanges, which can be a challenging area for many ecommerce businesses (especially when starting or scaling)
• Gives you more control over the returns experience than other vendors
• Support for hands-free, fully automated exchanges saves you time and allows you to keep more customers in your ecosystem

Cons

• A fairly expensive solution, with plans ranging from $59 to $415 per month
• Seemingly core features like automatic return approval and multiple return policies are reserved for the higher-priced plans
• Some customers have been disappointed with the speed of customer service

If you use Gorgias, check out our integration with Loop Returns.

The best app for ecommerce shipping and fulfillment

12) ShipBob: 3.9 ⭐(103 reviews)

ShipBob enables third-party fulfillment (3PL) for direct-to-consumer brands. Thanks to its Shopify app, it can do the same for your Shopify store. By taking the order fulfillment, warehousing, and shipping off your plate, ShipBob enables you to focus on the many other aspects of retail that help you grow.

ShipBob offers a simple integration process, same-day shipping, two-day delivery to the US, shipping notifications, and automated order fulfillment.

Pros

• 3PL solutions drastically reduce the complexity of your ecommerce shipping
• ShipBob offers a free-to-install plan with no upfront costs
• Integrates with numerous top retailers, CRMs, ecommerce tools, and platforms (including social media selling)

Cons

• “Free to install” doesn’t mean free: costs can add up quickly
• Relying on someone else for your order fulfillment requires significant trust, and several customers have felt burned by doing so

If you use Gorgias, check out our integration with ShipBob. 

The best customer loyalty and retention apps

13) LoyaltyLion: 4.3 ⭐ (403 reviews)

LoyaltyLion helps ecommerce merchants build and manage their loyalty programs that motivate engagement and repeat purchases. LoyaltyLion’s programs are simple to set up and, especially compared to the high cost of customer acquisitions, offer a more cost-effective way to boost revenue: customer retention. 

Pros

• Customize your loyalty program to reward a wide range of actions, spanning from liking a social post to placing an order
• Offer unique rewards like free shipping, early access to sales, free products, charitable donations, and more
• Integrate LoyaltyLion with other ecommerce tools to share loyalty data and make sure your loyal customers always get VIP treatment

Cons

• Some customers describe slow experiences with customer support
• Based on the price point, might be better for larger stores than small businesses

If you use Gorgias, check out our integration with LoyaltyLion.

14) Smile.io: 4.8 ⭐(4742 reviews)

Smile.io is a loyalty and rewards provider that enables small businesses to implement loyalty programs similar to the ones offered by larger competitors. Smile drives repeat traffic and purchases for more than 50,000 stores by offering referrals, points, exclusive offers, and other incentives.

Smile also provides customers with rich loyalty data, helping them power up their email marketing and subscription tools.

Best of all, Smile is highly customizable with minimal branding (and no Smile.io branding at any paid tier), so you can customize it to fit the look and experience of your Shopify store.

Pros

• Allows stores to improve sales among existing customers with referrals
• Pop-up rewards panel is straightforward to use without being obtrusive
• Many users report that Smile.io is easy to set up and easy to use

Cons

• Free plan is too limited for all but the simplest Shopify stores
• App integrations are limited by tier (0, 1, 2, or unlimited integrations)
• Shopify Plus users only gain access to the best integrations at the $599/month plan

If you use Gorgias, check out our integration with Smile.io.

Other apps to power up your customer service platform

15) Ada: No official Shopify app or review

Ada is a next-gen AI-powered brand interaction engine that helps businesses offer always-on availability and consistent answers to customers that reach out over a range of channels. Ada uses Interaction AI to interpret and understand what customers are looking for. With integrations across all the channels and platforms where people are reaching your brand, Ada brings everything together and handles most of the interactions without assistance from your human team.

Connect Ada to your Shopify storefront, and the AI can access Shopify Order Tracking data to automatically provide shipping insights to customers, keeping those requests out of the queues of your human agents.

Pros

• Saves you time and resources by reducing the load on your human customer service team
• Increases answer consistency, offering the same correct responses to similar queries
• Expands your brand’s availability (bots don’t need to sleep)

Cons

• As with any AI-driven bot, Ada requires the right inputs and can’t be guaranteed to respond in the appropriate ways in all cases
• Ada Glass integrations require some degree of technical understanding to implement and manage

If you use Gorgias, check out our integration with Ada.

16) Aircall: No official Shopify app or review

Aircall describes itself as “the phone system for modern business.” It’s a customer-centric call center software that keeps call center agents informed, engaged, and on target — and helps customers reach the right departments quickly with IVR menus, skill-based routing, and live call monitoring.

One of the greatest strengths of Aircall is that it integrates with many of the top apps companies might use that store customer information. It can then source and surface that information as soon as the call starts, giving agents access to rich information and order history from the moment they connect the call.

Aircall offers numerous integrations with top solutions, including a Shopify integration. This isn’t technically an app for Shopify but a way to pull Shopify data into Aircall. With it, your call center agents can instantly pull up Shopify customer and order data as a call starts. If they need more information, they can open up a customer’s Shopify profile for deeper context.

Pros

• For existing Aircall users who sell on Shopify (or those who need a new phone system software), the integration greatly speeds up and improves call center interactions
• Information available via the integration is impressively rich

Cons

• Doesn’t enrich your Shopify environment in any way; all the value is in the Aircall platform
• Customer data retrieval is based on phone number alone: it only works if the customer calls from the number associated with their Shopify account
• Multi-channel ecommerce stores will need other methods or integrations to surface data from other ecommerce channels

If you use Gorgias, check out our integration with Aircall.

17) Klaus: No official Shopify app or review

Klaus is a conversation review, QA, and customer service management platform targeting hypergrowth companies. If you need a way to automate first-level queries and scale your QA process, Klaus can get you there.

The platform starts with AI-based customer service bots that can seamlessly pass queries along to your human agents (without your customers noticing a gap or having to do anything on their end). Klaus also includes coaching and learning features for helping your human agents improve, plus there are analytics tools to help you keep your customer service system running at optimal efficiency.

It integrates with many popular tools, including Gorgias. And thanks to the way Klaus operates, it can enhance your operations within other tools and ecosystems, including Shopify.

Pros

• Handles multiple aspects of your customer service operations in one place
• Leverages AI bots to handle first-level queries (and your customers often won’t be any the wiser)
• Provides tools to help you evaluate the progress of your human agents and coach them in areas of weakness

Cons

• Lacks a formal Shopify integration located in the Shopify App Store
• Opaque, quote-based pricing gets you deep into the sales funnel before getting an idea of what Klaus’s impact on your budget is going to look like

If you use Gorgias, check out our integration with Klaus.

18) Textline: No official Shopify app or review

Textline is a business text messaging platform that organizations use in a wide range of ways to provide fast customer service. With Textline, customers can skip the hold music and text you about their problem instead. The tool keeps communications organized, safe, and compliant, allowing customer service teams to respond to problems and even collaborate as necessary.

Similar to Aircall, Textline offers a Shopify integration that can pull customer data into every service encounter with a Shopify customer. The integration doesn’t add new capabilities or features to either platform; it simply shows your customer support team the information you already have about a particular customer so your team can make faster, better decisions and resolve customers’ concerns more quickly.

Pros

• For existing Textline users who sell on Shopify, this integration greatly improves customer support interactions by providing timely customer data during any interaction
• Installation is simple and straightforward

Cons

• Similar to Aircall, this integration benefits existing Textline users but doesn’t add anything to the Shopify experience directly
• The integration assumes users are texting from the number associated with their Shopify account, which doesn’t always happen

If you use Gorgias, check out our integration with Textline.

Gorgias integrates with Shopify and 150+ other ecommerce tools you already use

Gorgias is the ultimate helpdesk and customer support tool for Shopify merchants. Unlike most customer support apps, every Gorgias feature and integration is built for ecommerce businesses like yours. 

With Gorgias, you can finally stop asking customers for information you already have. It’s right there in front of your agents, every time. You’ll also gain these abilities:

• Update Shopify orders directly within the Gorgias helpdesk
• Create highly scalable personalized messages by inserting Shopify data into emails
• Automate time-consuming, everyday tasks right away

Over 10,000 Shopify merchants use Gorgias every day, and the Gorgias Shopify app is the first customer support app to achieve Shopify Plus Certification.

Ready to connect Gorgias with your Shopify store? Get started today.

Special thanks to our friends at Gorgias for their insights on this topic.